learn how to make professional and effective phone calls in a business setting

Business Phone Call Etiquette: 4 Basics To Do It Right

who this class is for

Employees, Managers, and Professionals

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About this micro-class

Phone call etiquette practices ensure professional and effective communication, fostering positive relationships and productive conversations in a business setting.

1. Making a Call

Introduce Yourself

Start the call with a brief introduction, stating your name, company, and purpose for calling.

Prepare and Be Concise

Have a clear reason for the call and keep the conversation focused, respecting the other person’s time.

Respect Timing

Make calls within appropriate business hours, considering time zones if calling internationally.

Professional Tone

Maintain a professional and friendly tone throughout the conversation.

Speak in a loud and clear manner. Pace yourself, avoid speaking too fast or too slow.

Limit Background Noise

Ensure you’re in a quiet environment to minimize distractions and background noise.

2. Responding to Calls

Timely Response

Answer calls promptly, ideally within three rings, if possible.

Professional Greeting

Answer with a polite and professional greeting, stating your name and company if applicable.

Active Listening

Listen attentively, avoid interruptions, and ask for clarification if needed.

Positive Tone

Maintain a pleasant and positive tone throughout the conversation.

Take Notes

Jot down important points or action items discussed during the call.

3. Communicating During the Call

Identify Purpose

Clearly state the purpose of the call and the topics to be discussed.

Engage and Participate

Encourage two-way communication, allowing the other party to speak and participate.

Respect Time

Be mindful of time and avoid extending the call unnecessarily.

Clarify and Summarize

Summarize key points and action items before ending the call to ensure mutual understanding.

Closing the Call

Thank the person for their time, confirm any follow-up actions, and restate next steps if applicable.

4. Common Mistakes to Avoid

Inappropriate Timing

Avoid making calls during non-business hours or when you know the person may be unavailable.

Lack of Preparation

Ensure you’re well-prepared and have necessary information before placing or receiving a call.

Inattentiveness:

Avoid multitasking or distractions during the call.

Overlooking Professionalism

Maintain a professional tone and avoid overly casual language unless it’s appropriate in the context of the relationship.

Ignoring Voicemails or Missed Calls

Promptly respond to missed calls or voicemails.

Test your knowledge with a quick test and earn a free micro-certificate

Shop for etiquette, behavioral, and contextual signs

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